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Question

Unable to sign up into self-service for days

  • May 30, 2026
  • 11 replies
  • 109 views
C

I am a prepaid customer, bought SIM at at a store. I received a invitation link via SMS to create a self-service account. I left it for a week and then tried with different browsers and devices to sign up for days now but it always says, when using the invitation link or without that “my session has expired, please try again”. That cant be the case because passing the verification checks (Phone number, email) takes me roughly 2 mins max.

I need to create the account urgently or I will loose service.

    11 replies

    Flo Koodo
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    • Flo Koodo
    • Official Rep
    • May 30, 2026

    ​@comfix 

    Just to double check, if you follow this link below, you are still getting the same error?

    https://prepaidselfserve.koodomobile.com/en/koodo/create-account

    C
    • comfix
    • Author
    • Connector
    • May 30, 2026

    I just tried it again and yes, it still happens.

     

    Dinh
    Forum|alt.badge.img+4
    • Dinh
    • Mobile Master
    • May 30, 2026

    Can you try it on a different device or use the incognito mode of the web browser to see if that can help?

     

    A Koodo customer, opinions are my own.
      C
      • comfix
      • Author
      • Connector
      • May 30, 2026

      Can you try it on a different device or use the incognito mode of the web browser to see if that can help?

       

      Same problem, tried incognito on notebook as well on phone

      M
      Forum|alt.badge.img+4
      • MilkyWay
      • Mobile Master
      • May 30, 2026

      Unfortunately, the reps in the Community have limited access to prepaid plans and are unable to assist further. You will need to schedule a callback through Koodo Assist to speak with a rep. https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html

      Flo Koodo
      Forum|alt.badge.img+4
      • Flo Koodo
      • Official Rep
      • May 30, 2026

      ​@comfix Are you currently in Canada? Are you using a VPN by any chance?

      C
      • comfix
      • Author
      • Connector
      • May 30, 2026

      Unfortunately, the reps in the Community have limited access to prepaid plans and are unable to assist further. You will need to schedule a callback through Koodo Assist to speak with a rep. https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html

      Tried the agent but cannot get it to have schedule a callback, maybe because I cannot login as there is no account.

      C
      • comfix
      • Author
      • Connector
      • May 30, 2026

      ​@comfix Are you currently in Canada? Are you using a VPN by any chance?

      Yes I am in Canada, BC currently. No I am not using a VPN. 

        Flo Koodo
        Forum|alt.badge.img+4
        • Flo Koodo
        • Official Rep
        • May 30, 2026

        Unfortunately, the reps in the Community have limited access to prepaid plans and are unable to assist further. You will need to schedule a callback through Koodo Assist to speak with a rep. https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html

        Tried the agent but cannot get it to have schedule a callback, maybe because I cannot login as there is no account.

        You should still be able to request a call back with the virtual assist, even if you don’t have access to self serve.

        If you click on this link https://www.koodomobile.com/kpre/login and select on the right side Create my self serve account, are you still getting the same error?

        C
        • comfix
        • Author
        • Connector
        • May 30, 2026

        Unfortunately, the reps in the Community have limited access to prepaid plans and are unable to assist further. You will need to schedule a callback through Koodo Assist to speak with a rep. https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html

        Tried the agent but cannot get it to have schedule a callback, maybe because I cannot login as there is no account.

        You should still be able to request a call back with the virtual assist, even if you don’t have access to self serve.

        If you click on this link https://www.koodomobile.com/kpre/login and select on the right side Create my self serve account, are you still getting the same error?

        I cant get it to do that. It always asks for me to Sign In and when I type “callback” it just does the whole spiel of “do you have an account” again.

        I just tried once more, still, same error message.

        I checked and there is a store on my route. I will check in with them tomorrow. Hopefully they can help me.

          M
          Forum|alt.badge.img+4
          • MilkyWay
          • Mobile Master
          • May 31, 2026

          I was able to schedule a callback without an account. You just need to be persistent and prompt them a few times.

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